A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?

Question:
A support desk trainer is teaching a new support desk technician some basic rules about starting a conversation with a customer. Which statement describes the rules the trainer should be teaching?

• Ask the customer what the problem is and then introduce yourself.
• Learn the name of the customer and create a connection with the customer. Next ask questions that assess the knowledge level of the customer.
• Start by asking close-ended questions about what the customer understands of the problem and then direct the customer through the correction process.
• Assess what the customer knows of the support desk process and then use close-ended questions to guide the customer through the correction process.

Explanation: The three rules to remember at the beginning of a conversation with a customer are these:Know your customer
Create a one to one connection with your customer.
Understand the knowledge level of your customer

Exam with this question: IT Essentials (ITE v7) Chapter 14 Exam Answers
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